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Computer won't reboot after update


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#1 Tom804

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Posted 21 January 2018 - 08:35 AM

After a Windows update yesterday my wife's computer won't restart.  I can't give a lot of info because I didn't see what was happening.  

 

When we try to start it it goes to the hp screen with the spinning dots for a few seconds.  Then the screen says PLEASE WAIT (with the spinning dots)

Then a blue screen with the time and date comes up and if I press enter it goes to the log in screen.  After putting in her password it goes to a WELCOME screen for a few seconds and then the screen goes black.  

 

Although the keyboard works the mouse does not, or at least the little pointer for it never shows up on the screen.  I'm (probably) not knowledgeable enough to deal with this but it can't hurt to give it a try here first.

 

I've GOOGLED it but couldn't fine anything that I understood enough to do and without the mouse working there are things I can't do anyway.

 

Thanks for any help

 

Tom



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#2 Goddess_Bastet

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Posted 21 January 2018 - 08:42 AM

How long have you left the black screen? This happens on rare occasions with me & after 20 mins the desktop appears. I suspect that auto finish setting up device is the culprit though.
If you can log in via safe mode the solution is to turn off use sign-in info to auto finish setting up device after update or restart in Windows 10.
For Windows 10 (Version 1709), select the Start button, select Settings > Accounts > Sign-in options, then make sure Use my sign in info to automatically finish setting up my device after an update or restart is turned off.
For previous versions of Windows 10, select the Start button, select Settings > Update & security > Window Update > Advanced options, then select the check box next to Use my sign in info to automatically finish setting up my device after an update.
Another potential solution is to remove any USB devices (wireless mouse, keyboard, external hard drive/s) & wait to see if boot continues, if not then to restart with devices still disconnected (if possible).

Edited by Goddess_Bastet, 21 January 2018 - 08:45 AM.


#3 Tom804

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Posted 21 January 2018 - 09:06 AM

Thanks, I'll give it a go and let you know what happens.....thanks!



#4 HyperHenry

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Posted 21 January 2018 - 10:05 AM

Specs for the computer would be helpful so we can research issues specific to your computer.



#5 mikey11

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Posted 21 January 2018 - 10:19 AM

start it with a windows 10 CD or USB stick....if you dont have one make one....

 

when you boot from that choose "repair my computer"



#6 dc3

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Posted 21 January 2018 - 10:26 AM

I'm making a guess here that your update was the 1709 Creators fall update?

 

This update is known to be responsible for a number of problems, a black screen is one of these.  Please read this article.


Family and loved ones will always be a priority in my daily life.  You never know when one will leave you.

 

 

 

 


#7 Tom804

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Posted 21 January 2018 - 04:44 PM

Thanks for all the responses....I'll see what happens.



#8 Tom804

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Posted 22 January 2018 - 10:21 AM

Unfortunately my knowledge is not enough to get this taken care of.  I appreciate everyone's help and input.






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